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Introduction Santa Clara County Behavioral Health Services Call - PowerPoint PPT Presentation

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Introduction Santa Clara County Behavioral Health Services Call Center (BHSCC) Sandra Hernandez-Division Director Mikelle Le-Senior Mental Health Program Specialist Noel Panlilio-Senior Healthcare Program Manager Joseph Tansek-

  1. Introduction Santa Clara County Behavioral Health Services Call Center (BHSCC) Sandra Hernandez-Division Director • Mikelle Le-Senior Mental Health Program Specialist • Noel Panlilio-Senior Healthcare Program Manager • Joseph Tansek- Healthcare Program Manager II •

  2. Who are we?  Main entry point for behavioral health services in Santa Clara County  Services: Crisis Screening, Clinical Screening, SUD Treatment Appointments and referrals, Outpatient MH referrals, Mandated Reports.  24/7 access to a clinician

  3. The Call Center, then and now. 2012 Call Center data * Annual Call Volume 25,421 * Average Wait Time 4 mins, 3 sec 2015 Call Center Data * Annual Mental Health referral Volume 42,000 * Annual SUDS(Gateway) call volume 47,000 * Average Wait Time 1m, 30s

  4. New Implementations New Workflow  Reduced wait time  Increase productivity  Unit Based Teams (UBT)  Standardized paper referral process  Reduced referral processing time  Telephone Medical Advise Services (TMAS)  Complaint tracking  Improved customer service and quality management  Internal Auditing  Internal quality improvement  Ensure and improve documentation accuracy  Create and identify new training opportunities  Weekly Capacity Reporting 

  5. Integration  The Call Centers for Substance Use Disorder treatment and Mental Health are integrating  One-stop-shop approach  Joint staff meetings  Cross training  Integrated tools and workflow being developed  Testing of integrated tools (Decision tree, Registration form, etc.)  Future needs, (i.e. Space, phone system, IVR, integrated Policies and Procedures, etc.)

  6. Center for Leadership Transformation (CLT)  Identified needs/barriers  Established Goals  Continuously improve workflow  Improve Client Access and Timeliness  Increase communication  Developing Workgroups (including line-level and leadership representatives from all divisions)

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